Job Description

Position Purpose:To manage activities to restore service for all priority1 incidents for the company.

This includes the development, implementation, and continual improvement of IT Service Management processes for major Incident and Problem Management.

You will define Problem and major Incident Management processes.

You will provide major incident handling, root cause analysis, reporting and trend analysis services. You will also be responsible for defining, documenting, training and managing the major incident and problem management processes across IT. You will work closely with the Service Quality and Service Assurance team to identify synergies and improvements across processes. This role is also responsible for the Major Incident process and will be required to work on call to manage Major Incidents when they occur.

Experience:

5+ years working in an Incident and Problem Management capacity

ITIL v3 Foundation certification and previous experience following the ITIL framework and Methodology